Our Services
Offshore Call Handling
Global Solutions for Your Business
A predictable share of any taxi firm's busiest hours falls outside the times when in-house staffing makes commercial sense: late-night airport runs, early-morning corporate pickups, weekend club and event traffic. Essex P IRL's offshore call handling covers exactly those windows with trained agents engaged on the time you need, not on retained capacity that sits unused for hours.
The offshore teams work under your scripts, your booking workflows, and your compliance procedures. Calls are recorded, logged into the central booking record, and routed back to the dispatch board with no visible handover for the customer. A passenger calling at half past two on a Sunday morning has the same booking experience as one calling at midday on a Tuesday.
Capacity adjusts to actual demand. Agent numbers scale upward automatically against forecast volume during predictable peaks and reduce during quieter stretches. Billing is based on time actually handled rather than retained seat capacity, which keeps the cost model honest and aligned with the revenue the calls generate.
Performance reporting flows into the same dashboard you use for in-house teams. Daily call summaries, abandonment percentages, first-call resolution figures, and customer satisfaction scores are presented alongside your local data, removing the manual reconciliation step that comes with running a separate external provider.
Key Capabilities
24/7 Coverage Under Your Brand
Trained agents handle calls round the clock using your scripts and workflows, with no visible handover for the customer at any hour.
Demand-Matched Capacity
Agent numbers track forecast call volume in real time, billed on time actually handled rather than retained seat commitments.
One Reporting Dashboard
Offshore call metrics feed into the same view you already use for in-house performance, with no separate reconciliation step.
Interested in Offshore Call Handling?
Get in touch to discuss how our offshore call handling services can support your transport operation.